Bill's Beneficial Blog

2021 In Review - Lodging Newsletter December 31, 2021

By Wm, May
Published: 12/31/21 Topics: Lodging Newsletter Comments: 0

Only a couple of us were here when our first office opened in 1964, but now some of us have been at this vacation rental challenge for a couple of decades.

To say the industry has changed over that time would be the understatement of the year. So how about for this last report of the year, we round up the big changes, the improvements and the growth that our group of experts has accomplished. And the extraordinary results achieved, along with the challenges that remain ahead.

First, we must back up two years.

Does it seem possible that old man Covid burst into our lives only 100 weeks ago? On one hand, it only seems like yesterday when the seemingly innocent news of a virus was a barely noticeable topic.

And then - pow - in nothing flat the pandemic became topic du jour, and then topic de l'année (a year).

And then top de deux ans (two years). And let's hope it does not end up as a topic pour Toujours (forever).

Last year about this time, we quoted (tongue in cheek) a famous comic who proclaimed 2020 was the greatest year ever. This year our hearts still go out to all those harmed by this bug and other events.

But in the vacation rental industry, is it OK if we celebrate the good things that have taken place in 2021?

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We have been crafting, calculating, tweaking and perfecting our systems for decades. Call today to get a copy of our "How to Score Vacation Rental Managers" checklist to see how. We call it step-by-step-by-step.

Prospera - For long-term rentals, our new Prospera.vip program offers more attention than conventional property managers. Homes are rented fast, and innovative oversight leads to better tenants.

Betwixt - Covid increased demand for longer stays, so we launched our "Betwixt and Between" rental services in partnership with Prospera. Now owners can win with vacation rentals even in cities, counties and homeowner associations which require bookings be at least 30 days long.

Scheduling - Moving staff from house to house efficiently takes coordination, so we honed our tape scheduling to instantly see slowdowns or early completions. That impresses guests by finding space for early check-ins and late check-outs.

Websites - We launched dozens of new websites this year, reeling in even more inquiries, producing more bookings, securing ever-higher rates. Only we have the tools to do this efficiently.

Listings Ads - Although on hundreds of websites, we start new advertising as it comes around. Google's new vacation rental listings are great. But there are other new sources, like GlampingHub.com, Plum Guide, Hipcamp.com, HomeToGo, Whimstay, Top Villas and many, many more.

Synchronization - Our engineering team synchs rates and dates with all those websites to maximize bookings and avoid double bookings. By building what the software industry calls our "Tech stack", we can capitalize on new ideas faster than stogy software firms.

Mark Ups - To offset the cost of listing websites, our HelpBook.me technology may be the only software that sends marked-up rates to each website, avoiding the cost for property owners.

E-signatures - Almost 10 years ago, we were said to be the first lodging company to build instant electronic signatures into guest contracts. Faster for guests. More protection for owners.

Registration - When some ad websites hide guest identities, we customized guest registration to comply with their terms. We never want to usurp their fees, but must keep properties safe, too.

Yield Management - When our telemetry provider amped up market data reports, our technology anticipated and quickly dovetailed it into our system, so our in-house rate guru could visualize tiny changes and use them to fine-tune rates. It’s a little like a video game and a whole lot like an NFL game plan.

Local Knowledge - Supplemented with data secured from local tourism websites that only we have because we build them, our rate-setting capabilities are more accurate than others.

Internet - Keeping access safe can be unpredictable, so our new use of "Mesh" Wi-Fi is keeping guests connected, but also requiring guest identification. Noise and occupancy limits can be enforced through non-obtrusive technology. You heard it first here.

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Author: Wm, May, Vortex VIP
Blog #: 0860 – 12/31/21

Sponsor: Vortex VIP – – VortexVIP.com

Problem Solving - Lodging Newsletter November 30, 2021

By Wm, May
Published: 11/30/21 Topics: Housekeeping, Lodging Newsletter Comments: 0

Please be warned.

As the year marches on, it is high time to expose some unusual events and hidden secrets of the smallest kind. They are invisible behaviors that only a very few people know and even less would ever discover.

These are actions that are kept hidden away, not admitted, not promoted, not recognized with accolades, and not even known to our clients.

So, here is the secret:

We have a team of incredible, reliable and conscientious people.

And have had for decades.

These are the folks who have worked together long and hard, who have marched forward for decades every day of the year, and who did exactly the same thing even as Mr. Covid barged into their lives intent on making their always difficult jobs far more so.

Small competitors failed. Big competitors tripped up. But our business accelerated because our people did.

We are so lucky to employ these wonderful folks who have never waivered during these odd times. So it is time to expose just a few of their super secrets.

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These are secrets of the not very rich and not very famous who deserve to be both rich and famous. Here then we tell everyone a few of the scenarios that have taken place while everyone else cowered down.

Careless Contractor - An owner with a newly built home was understandably unhappy with her contractor when severe winter storms blew water sideways into and around every improperly sealed door. In the middle of the maelstrom, one of our resourceful maintenance pros caulked every possible crevice. That avoided thousands of dollars in damage.

Lost Every Key - When a guest managed to lock every key they were given inside the house at 2AM, a chipper staff member jumped out of bed, drove 20 miles, and provided yet another key. A simple thing that other managers shirk, but we do not.

Surprise Visit - When Covid came unannounced, every field staff member double-checked every step in our hospitality clean service, and continued to clean and host guests from far and wide. No one got sick. Now, two years later the caution has never lessened.

Rate Riding - During Covid, big managers had major layoffs, but our rate experts manned the fort and were well ahead in the game as business resumed. Others sold out at half price. We sold out at double price. All because team members never waived.

Double Up - Owners loved that occupancy and rates went up so fast, but accounting, the guest services and after hours help also doubled. No staffer complained because it simply had to be done.

Stepping Up - Covid caused housekeepers for many rent-by-owners to jump ship, leaving those owners with bookings and no help. Even though they were not yet clients, our team helped all they could and on short notice. Just the neighborly thing to do.

Lost in Space - A mother feared she had lost her baby's favorite stuffed animal, until staff found it, cherished it, and rushed to her by overnight shipping. It made Mom as happy as it made us.

Early Bird - When the guest arrived a full day early to a home vacated that very morning, our team of professionals rushed to the house to ready it yet again, with no notice. Sure, they were ready to go home, but more ready to help a guest with no place to go.

Over and Over - At the height of the pandemic, when one home's bookings cancelled and rebooked seven times, reservation staff retained their cheerful helpful voices and even produced ever higher rates. More work, but more income for the owner.

Government Grab - As cities and counties adopt silly time-consuming regulations one of our leaders burned the midnight oil to provide mounds of documents and did it with heaps of happy attention to detail.

Simply Service - Guests could not decipher the TV remote controls at 1AM and demanded help. Not only did the manager drive to the house to help, she made the guests believe she was enjoying the experience. Because she did, and always does.

If you guess this newsletter was not really written for property owners, you are correct. It fact it is a salute to the amazing people who work here. Thanks to all of them.

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Author: Wm, May, Vortex VIP
Blog #: 0853 – 11/30/21

Sponsor: Vortex VIP – – VortexVIP.com

Dirty Little Secret - Lodging Newsletter October 31, 2021

By Wm, May
Published: 10/31/21 Topics: Lodging Newsletter Comments: 0

Whether they say it aloud or not, every vacation rental guests worries that the home they rent won't be clean or clean enough. So providing high hospitality grade housekeeping isn't just a good idea. It is absolutely essential.

Recently a new vacation home owner carped, "Why does it cost so much?" She figured that cheap cleaning would increase bookings and maybe even rates. But guests actually fear cheap housekeeping. They are reassured by paying for the level of clean they expect.

Then she wanted to compare what she pays to have her full time residence cleaned each week to cleaning a vacation home. But that is like comparing college football to the pros. Vacation rentals are no place for amateurs.

Does her housekeeper do the laundry for 8, 10 or 12 people; sometimes washing them twice to eliminate unspeakable stains and liquids? Do they do windows, scrape ovens, and spot clean carpets? Do they get down on their knees to scrub hard surfaces? Does she leave stacks of dishes, pots and pans with caked on food? Does her housekeeper work weekends on an irregular schedule, often on short notice?

She refused to accept that managers must pay payroll taxes, mileage and benefits. (It is illegal to pay people under the table.) Is her home in a rural place that requires long distance commuting?

Some guests make cleaning easy and others - not so much. Some leave late, causing staff to wait and wait. Some practically force their way in hours before their scheduled arrival. That can make cleaning time uncomfortably short between bookings.

All of this caused me to wonder why residential housekeeping companies never take on vacation rental cleaning. So I took a close look at their websites and there it was - the answer.

Although they all brag about the quality of their work, they have an absurdly long list of tasks they refuse to do. Every one of which are absolutely required for vacation rental cleaning. See the next page for that list.

It is no wonder vacation rental cleaning requires far more work and why we are so thankful to all the wonderful folks who help us keep homes clean and ready for the next family to arrive.

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Tasks that regular housekeeping companies REFUSE to do.

No laundry ever. No towels, linens, bath mats, etc.

No barbecue cleaning. No tank swapping.

No bodily fluids cleanup (vomit, poop, semen, etc.)

No carpet or rug cleaning (Other than vacuuming).

No carpet stain removal or touchup. No hardwood floor scrubbing.

No ceiling or track light cleaning.

No minor repairs such as due to damage or wear.

No clutter rearranging or clutter pick up.

No cupboard cleaning or lining.

No deck or patio cleaning. No cement cleaning.

No defrosting or cleaning freezers.

No degreasing stove top hood.

No dishes, pots or pan cleaning.

No dishwasher cleaning. No dishwasher emptying.

No fireplace cleaning. No ash removal.

No fire or water damage restoration.

No furniture touch up.

No garbage can sanitizing or garbage removal.

No handyman repairs.

No hardwood refinishing. No hardwood repair.

No Hot Tub & no Pool cleaning. No chemicals or water exchanges.

No ice maker cleaning.

No irrigation management (Sprinklers).

No knick knack cleaning.

No oven auto cleaners.

No painting, not even touch up.

No grounds patrol. No pet feces pickup. No pet stains cleaning.

No porch or patio cleaning.

No shower curtain cleaning.

No sink trap cleaning.

No roof or gutter cleaning.

No small appliances cleaning or repair.

No tile grout cleaning.

No unclogging drains and pipes.

No duct or vent cover cleaning.

No water faucet descaling.

No window washing. No patio door track cleaning.

No wood scratch or damage repair.

No yard and walk cleaning. No cigarette pick up.

And a dozen more . . .

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Author: Wm, May, Vortex VIP
Blog #: 0852 – 10/31/21

Sponsor: Vortex VIP – – VortexVIP.com

Uncommon Lessons from a Billionaire - Lodging Newsletter September 30, 2021

By Wm, May
Published: 09/30/21 Topics: Lodging Newsletter Comments: 0

A few months ago, this newsletter claimed that Bill Gates was responsible for making the world ever so complicated. More specifically, that his contribution to the personal computer and its henchman, the personal printer, has made it too easy to spew out words and gum up good thinking.

But maybe the real culprit is Gate's original partner in the founding of Microsoft in 1975, a fellow by the name of Paul Allen.

With Bill Gates as frontman, Paul Allen stayed quietly in the background. He was older than Gates, and based on accepted accounts, far less flamboyant and definitely far less confrontational.

After receiving a Hodgkins Lymphoma diagnosis in 1983 and leaving Microsoft, he went on to found dozens of businesses - like Vulcan Real Estate, Stratolaunch Systems, Ticketmaster, Charer Communications, and the Allen Brain Institute. He funded the Institute for Artificial Intelligence, as well as Ebola research. His other interests included the Museum of Pop Culture, the Flying Heritage Collection and the Seattle Art Fair.

But it was in sports that Allen was most visible to the public and where we in the lodging industry might learn our biggest lessons. Allen died in 2018 of that dreaded disease, but there is still much to be appreciated about him.

After all, if we can’t learn from a guy who amassed 20 billion dollars and gave away (so far) 2 billion, who can we learn from?

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Was Paul Allen a genius because he took up the study of computers early in his life or because he studied people and how to get things done?

Among all his projects, a single thread is visible if you look. He founded and funded many things. He set the goals and mission, then hired the very best staff and leaders he could find. (So far so good.)

And then he did the uncommon thing - he got out of the way - and let the leaders lead.

He bought the Portland Trailblazers professional basketball team, hired away Seattle's genius general manager and installed a coach. But he never choose the players, never consulted the coach on strategy, and never screamed at referees. But he could have.

As an investor in the Seattle Sounders Football Club (Soccer), he hired staff. Players were recruited and coaches picked. He had never played soccer, did not direct the practices, nor raise hell when they lost. But he could have.

After industry leaders, government officials and hundreds of thousands of fans urged him to buy the Seattle Seahawks professional football team, so it would not move out of the region, he relented, shelled out 194 million dollars. He inherited then coach Mike Holmgren and kept his hands off the team.

Current coach Pete Carroll said, never "in a million years" would he have left USC had it not been for the Seattle Seahawks owner's pitch, saying things Carroll hadn't heard from any other NFL owner. He wanted to hire Pete and then leave Pete alone. The result was winning the 2014 Super Bowl.

So what can we in the hospitality industry glean from how Paul Allen did things?

In lodging management, like other service industries, some property owners just can't keep their thumbs out of the soup, even though none of them have any experience, expertise or leadership in dealing with consumers as guests.

They have stayed in vacation rental homes, so surely they know everything there is to know. These are the same folks who want to open a restaurant because they dine out often.

There are no easy industries. Every job is far harder than it looks. Careers require thousands of hours of study and intensity to master. Lodging management does. Properties can be cantankerous. Guests can be mischievous and working every day of the year can be taxing. There are a thousands tips, techniques and tricks to making every property successful.

That is why property owners who pick proven managers and then let them manage get extra attention, the most money and the very best results.

Paul Allen fell in love with the guitar at the age of 16, after hearing Jimi Hendrix on the radio. In an interview with Vulture Magazine, Quincy Jones commented that Microsoft cofounder Paul Allen can sing and play guitar "just like" rock legend Jimi Hendrix.

A musician friend who occasionally played in a local band with Paul Allen, when asked "How good is Paul as a guitarist?" laughed and said, "He plays guitar like a good computer programmer. But it's always a fun gig because he plays great and lets everyone else shine." Smart guy, eh?

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Author: Wm, May, Vortex VIP
Blog #: 0842 – 09/30/21

Sponsor: Vortex VIP – – VortexVIP.com

10 years in 18 months - Lodging Newsletter August 31, 2021

By Wm, May
Published: 08/31/21 Topics: Lodging Newsletter, Vacation Rental Management Comments: 0

Do you feel like you have lived 10 years in the last 18 months?

We certainly do. When rentals plummeted in February 2020, who knew that by early summer, travelers would figure out what many others have always known - staying in a vacation rental home is safe, secure, roomy and private. Especially in drive-to destinations.

For our tireless team, that has meant double the work, shorter deadlines, more visitors per home, more cleaning, cancellations and rebookings, and hundreds of phone hours, answering questions from those folks new to vacation renting. (Lovingly called "Newbies.")

It is wonderful to introduce new people to a lodging option our guests have loved for decades.

A recent meeting of leading vacation rental managers from across the country, showed that the Newbie trend was happening in most areas. A representive from a giant vacation rental advertising website, said their research showed the guest market size has now grown as much as 50%.

For two decades, we have noticed that once guests experience a vacation rental, they rent them repeatedly. That is good news for anyone owning a vacation rental, providing, of course, that they have a manager who knows how to reach all those people.

We, on the other hand, are not complaining about all that extra work, because it shows owners we were prepared, both for the downturn and, more importantly, for the upswing. Those folks have been smiling with the extra money we are sending their way.

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In addition to thousands of hours every month taking care of properties and guests, we spend many more hours answering comments from owners and guests. So we like to turn them into questions for clear response.

Q: When did your company start? Who owns the company.

A: Our first office opened in 1964. All key managers are partners.

Q: How long have your people been working there?

A: All key partners average 10 to 40 years in business.

Q: Who are your competitors?

A: Local managers who may do a decent job cleaning homes. Or out-of-town corporate managers who have technical advertising and pricing.

Q: So why hire you?

A: We are a hybrid manager - locally owned with a network that does Dynamic pricing and more advertising than the giant guys.

Q: What commission do you charge?

A: Depends on the house, location, amenities and services you choose. One size does not fit all.

Q: What kind of income can I expect?

A: Show us the house and we'll estimate your income and quote a fee.

Q: What factors influence income?

A: How tub, quality furniture & furnishings, Cable TV & Internet, etc. We can help outfit the home.

Q: Tell me about housekeeping and maintenance?

A: We achieve high hospitality cleaning and instant maintenance. We do all the work.

Q: Who pays for housekeeping?

A: Out-cleans are charged to the guests. We recommend deep cleans twice a year, which you can do or we will.

Q: How is maintenance done?

A: Our staff can handle many tasks. Larger jobs may require a licensed electrician, plumber, etc. There is no markup on such costs.

Q: What amenities do you provide for guests?

A: Guests are given a starter supply of toiletries and sundries. Owners may buy this stock or we deliver at cost.

Q: Who takes care of guest requests or issues? What happens if guests misbehave?

A: We do and are available 24-7-365. Guests who disobey rules are required to depart.

Q: Is there any limit on my use of my home?

A: No, we only ask that if you block it, you use it.

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Author: Wm, May, Vortex VIP
Blog #: 0829 – 08/31/21

Sponsor: Vortex VIP – – VortexVIP.com

Bill Gates Fault - Lodging Newsletter July 31, 2021

By Wm, May
Published: 07/31/21 Topics: AirBnB, Branding, Channel Management, Lodging Newsletter, Vacation Rental Management, Vacation Rentals Comments: 0

I am sure we can blame the current situation on Microsoft founder, Bill Gates.  And, no, I don’t mean his recent personal situation. Ahem.

The blame is for making the world far too complex, none of which could have happened without the invention of computers, in general, and personal computers, in particular. Before that people had to write things by hand or punch ideas on slow, archaic typewriters.  People, being lazy, kept things short.

But we humans have always been happy to enslave our neighbors in one way or another. Now we do it by haranguing others with ideas for how things should work and how everyone else should live their lives. And we do it with veeeeeeeeeeery long documents, all the better to hide our true goals.

And get their humans to whine and snivel and beg for more meetings and hearings, so they can spout their bigoted ideas in hopes that throwing something (anything) on the wall will stick.

Officials then turn around and hold never-ending hearings and meetings, that allow the "Not In My Backyard" (NIMBY’s) folks to spout off their selfish ideas.

Weary officials succumb by writing ever more complex rules, regulations and requirements. That is what is happening to vacation rentals.

Bill Gates at Microsoft, Steve Jobs at Apple and even Vinton Cerf and Bob Kahn, credited with inventing the Internet and its communication protocols we use today, must take the blame.

The Declaration of Independence has 1,320 words. Really good words, too, with ideas that have held up now for 240 years and counting. If they had been able to slice, dice, edit and expand with a handy word processor, surely it would have been hundreds of pages long. But it would not be any more accurate and would be far less understandable.

At 4,543 words, the U.S. Constitution is longer, but still shorter than your average vacation rental ordinance. But maybe 4,543 is too much for officials to remember, which may explain why so many have forgotten about all the rights of Americans codified by that 222 years ago.

In the past few years, cities and counties have been on a rampage to strip away rights from real estate owners.  Last summer, commissioners in Pacific County, Washington State, home of ever popular Long Beach, decided to cut vacation rentals and take away jobs in one of the poorest counties in the state.

One owner was recently denied a vacation rental permit because his septic pipes are too low in the ground? It’s okay to live there. It’s okay to rent the home long-term. But it’s a convenient way for the county to stop vacation rentals, by treating the goose different than the gander. That, my friends, is called "bureaucracy".

Fifteen years ago, Chelan County, Washington, did an extensive review of how vacation rentals operate there. Understanding that rentals had become a preferred lodging option for travelers, and being smart enough to not chop off good jobs with bad politics, commissioners voted unanimously to allow vacation rentals.

Philip K. Howard’s book "The Death of Common Sense" explains that the citizenry’s ability to adhere to laws is inversely proportional to their length. That means, when you make the law, rule, or regulation too long, nobody knows what the law really is.

And yet, well-meaning and poorly educated officials, after being beaten around the ears by the ever-present NIMBY bigots, still persist in drafting ever more complex regulations. (With the help of their fast and furious personal computers.)

Chelan County just passed a new vacation rental ordinance that has 42 pages and 16,000 words. A mish-mash of non-linear, disjointed and utterly unworkable dictates. The NIMBYs biggest goal? To convert vacation rentals into "Affordable Housing", which only works by ignoring reality.

• People buy second homes to use them personally.
• They rent them out when not there, but
• Owners won’t rent them to full-time tenants,
• Because that would mean no personal use.

The City of Ocean Shores has prohibited vacation rentals in most zones for 25 years. But no second home owners rent their homes as affordable housing. No one. Nada. Zip. Because (duh) doing so would mean no use by the owner.

So to you NIMBY’s and Officials, if you want to convert someone’s home into affordable housing, to you we say, "You first".

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Author: Wm, May, Vortex VIP
Blog #: 0823 – 07/31/21

Sponsor: Vortex VIP – – VortexVIP.com

Are we lucky - Lodging Newsletter June 30, 2021

By Wm, May
Published: 06/30/21 Topics: AirBnB, Branding, Channel Management, Lodging Newsletter, Vacation Rental Management, Vacation Rentals Comments: 0

Are we just lucky?

By now you have all heard that vacation rentals and other specialty lodging boomed after the initial effects of Covid ironed out a bit. In fact, the income to our client owners jumped dramatically last summer and the trend has continued.

The travel industry is calling it "Travel Revenge", meaning consumers feel they were cheated out of enjoyment and are determined to get their revenge by traveling now and traveling more. There has been much conjecture about why demand surged:

Fly-to destinations were off limits, but most of our drive-to destinations were open for guests.

After spending no travel budget, people had money in the bank to blow.

Guests were frightened to stay in hotels and properties with shared amenities.

Visitors were able to social distance in a home with just their families and feel safe.

They did not have to interface with or, even, meet rental staff.

Vacation Rentals have always required greater cleaning and sanitation.

Guests could work from home and study from home, but using your home.

Customers who had never rented a vacation rental (Newbies) did so.

The entire industry has jumped up in size, almost overnight.

No one else cites this next motivation - but I think many people decided to "Live for today, because tomorrow may never come". Society has decided to enjoy life now, to spend time with family now and, yes, to travel now. No one wants to worry so much about the future because - well, who knew (and who knows) the future.

With the stellar numbers our staff have been producing for clients, was it just luck? This months' newsletter answers that question resoundingly.

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The quote "Hope is not a plan" is attributed to many people, but our plan it is what enabled us to produce stellar results during Covid, while others plunged. We didn’t just hope to be ready for the unexpected, we had a plan ready to launch for anything and that plan has never waivered:

Hire committed, compassionate, hyperactive people.

Make partners of all responsible staff.

Commit to continuous training, education, growth.

Be leaders in our industry, study more than everyone else.

Pay people well and treat them with respect.

Another quote, "A rising tide lifts all boats" is attributed to President John F. Kennedy. In lodging, that means everyone in our industry should be doing well at this time. Supply has grown, but demand has outstripped supply quicker than ever before.

The feeling of euphoria that every lodging owner feels may be misplaced. They are just going along for the ride. But just securing many bookings does not mean your property has generated maximum profit. If your manager is not using every possible technique to help your property, you are losing out.

The next quote is "All good things must come to an end" is a proverb dating back to Chaucer in about 1374. For lodging that may mean several things:

The jump in lodging could end overnight, but probably not.

The arrival of newbies just means the market is bigger.

And is likely to stay bigger than it was.

But maybe not as big as currently.

Owners can celebrate their recent gains, but sock away some of their windfall profits and, most importantly, use a management company that pushes to adopt every proven technique and tool that comes along to help properties succeed.

We think and plan months and, even, years in advance. That is what made us ready for the unknown (Covid) and which makes us ready to serve our clients well into the future. We are investing more in technology, advertising, staff training, yield management and creative communications. Even the giant out of town managers can’t match our competence and speed.

Is your manager doing all of those things? Are they studying every possible idea that will keep your property on top? Do they live and breathe this industry, like we do? Or are they just taking a cut of rents without investing it back into themselves to help you do better.

John Wooden is the winningest basketball coach in college history. Some say, the best coach of any sport in any time. He has been my hero for as long as I can remember and he said. "Things turn out best for the people who make the best of the way things turn out."

That is what we did and will continue to do. Come on Covid, take your best shot. We double dare you.

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Author: Wm, May, Vortex VIP
Blog #: 0822 – 06/30/21

Sponsor: Vortex VIP – – VortexVIP.com

Maintenance v Repairs - Lodging Newsletter May 31, 2021

By Wm, May
Published: 05/31/21 Topics: AirBnB, Branding, Channel Management, Lodging Newsletter, Vacation Rental Management, Vacation Rentals Comments: 0

The vacation rental industry is really a fun business to be in. It really is.

Of course, it is also a lot of work. A lotta lotta work. First, we need desirable vacation homes to rent out. They come in all sizes and shapes. There is a market for most any kind of property.

Rustic cabin in the woods? Yes, people love to get away.

Modern condo in the city? Yes, a place to center urban sightseeing.

Chalets in the mountains? Yes, where ski bums lay their sleepy heads each night.

Bungalows by the sea? Yes, so visitors can get to the beach easily.

A tiny home just about anywhere? Yes, but who would have predicted that?

Since our first operation opened in 1964, bit by bit, more and more of the public suddenly realize the advantages of staying in a nice multi-room place, complete with kitchen, bedrooms, bath and living areas. And, it's even better if the home has a great location, TV and internet. Or better still if there is a pool, a hot tub or other amenities.

But even though it’s a fun industry, and even though 99% of our job leaves smiles on the faces of guests and owners alike, the remaining 1% of our job is dealing with an unavoidable conclusion.

Properties need maintenance unavoidably.

No matter how careful guests are, damages happen.

So this month, your handy newsletter discusses the where, why, how to deal with maintenance and how it differs from repairs.

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There is good news. The incidence of guest damages at vacation rentals is very low. But the need for maintenance (not related to guest use) is persistent and necessary.

Maintenance - In our personal homes it is very easy to forget, or maybe not notice, water heaters fail, TV's lose life, and sofas become saggy, appliances quit, and blinds don't last forever. Neither do carpets. Linen's become see-through. Towels become scratchy. Plumbing needs plumbing. Electrical circuit breakers need replacement. It is a long list.

So here is a list of things owner should expect to replace, update or repair regularly:

Linens - Keep in good condition to avoid negative guest reviews.

Towels- Last longer than you might think, but not forever.

Blinds & Drapes - Keep them fixed. Keep them clean.

Water Heaters - They give no warning when they fail. But are easy and cheap to replace.

HVAC - Change the filters. Get regular inspections.

Electrical Panel - If your house is older than you are, expect breakers to break.

Plumbing - Clean your faucet heads to learn why they are running slow. Cheap fix.

Windows - Cracks in glass can appear when weather fluctuates significantly.

Appliances - No stove, refrigerator, washer, dryer, dishwasher or anything else lasts forever.

Electronics - TV's radios, phones and internet modems don't last forever, either.

Screens - Easy to replace and they keep your house clean, too.

Toilets - Why can't they make a handle that doesn't wear out every few years?

Keeping every little thing working well is simply essential. Do it yourself or have your manager take care of every little thing. But do take care of it. Inexpensive preventative maintenance can avoid the cost of expensive booking cancellations and negative online reviews.

Damages - It truly is good news, that guests are mostly careful and considerate and willful damages are very few. No matter the reason, guests are responsible for any damages they cause. Years ago managers charged guests a refundable "Damage Deposit", much like that used when a tenant leases a house or apartment long term.

Unfortunately, now days, every guest pays by credit or debit card. In recent years, Visa and MasterCard's policies have often refused to accept damage charges to a credit card, even if the cost is taken from a pre-paid damage deposit.

For that reason, professional managers switched to charging guests a smaller non-refundable fee for "Accidental Damage Protection." That method is then used to pay for damages up to a pre-determined amount, actually larger than what damage deposits previously covered.

Some costs may not be covered and the manager will pursue collection from the guest. Some advertising websites offer coverage, although that has proven to be unpredictable.

Responsibility - It is tempting to blame guests for anything that goes wrong while they are staying. But the difference between maintenance and damages must be determined before doing so. Guests are not responsible for inoperable appliances, faulty locks, or aging linens. But otherwise, if they break it, they need to pay for it.

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Author: Wm, May, Vortex VIP
Blog #: 0820 – 05/31/21

Sponsor: Vortex VIP – – VortexVIP.com

Malibu Overloaded - Lodging Newsletter April 30, 2021

By Wm, May
Published: 04/30/21 Topics: AirBnB, Branding, Channel Management, Lodging Newsletter, Vacation Rental Management, Vacation Rentals Comments: 0

It was in the national news a few weeks back, maybe you read about it.

The deck of a home, on the Malibu coastline of California, overloaded with people, collapsed and sent a dozen or more occupants, crashing onto the rocks below. Emergency crews rushed to the scene, people were sent to the hospital, police reports were taken, and the media warned of overloading decks. But that was not the entire story.

Later reports revealed that the owner had rented the home for the weekend for a maximum of 6 people. When neighbors complained of too many people, the owner, living far away, telephoned the guests, "Pleading with them to leave."

For over 3 hours, she recorded the phone calls, eventually calling the police, but too late. A dozen people were hurt, some severely. She is lucky no one died, but there will undoubtedly be a lawsuit.

It seems the owner fell victim to the trap laid by AirBnB, VRBO and other websites, promising how easy managing your own home is. These websites promise owners can "Get Rich Quick" by simply listing online, finding a cheap housekeeper, and raking in the money.

The websites hide that the average home requires 500 hours a year of owner time, demands 24/7/365 monitoring, late night phone calls, and constant worries about experiences like the deck owner's.

When dealing with the public, no one can guarantee that every customer will behave. Troublesome customers are rare, but smart managers know how to train guests, before they arrive, on how to follow rules. Professional managers also know how to control guests during occupancy. Should a guest violate the rules, they know how to legally get rid of them in minutes. And the right manager will produce more income than they cost.

Amateur owners reflect poorly on the vacation rental industry, like the deck house owner who was trying to "beat a system" by failing to hire a reliable manager. These amateur owners put their homes and guests at greater risk.

This month's newsletter explains how owners can make maximum income with minimum fuss. Flip the page to read all about it.

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In recent years, cities, counties and even home owner associations, have ramped up to regulate or prohibit vacation rentals, and all for a mathematically insignificant number of issues that nosey neighbors try to push on officials.

Bad Medicine: Governments hold hearings, listen to days of testimony, and dream up bandaid rules that seldom quiet critics, while stripping away rights that American property owners hold dear. Officials fail to grasp that, when issues do arise, they are almost exclusively caused by out-of-town, rent-by-owners who don't have the experience, skills, tools or proximity to responsibly manage their homes.

Hiring a kid down the street or a freelance housekeeper to "Keep an eye on the place" fails, because they lack management skills. They disappear when difficult work arises, like managing guest behavior.

Know the Ropes: Professional managers control the marketing and booking process, enabling them to qualify guests, put rules in writing, require signed contracts, and setup homes properly to educate and warn guests how to behave. This eliminates problems before they start.

The steps of establishing legally binding listings, contracts, rules and other documents are almost always skipped by rent-by-owners. Those same owners never even think about it and never commit to providing services 24/7/365, but that is the foundation of lodging management.

Full Service or A-La-Carte: The cost of hiring a manager will be easily offset by the additional income the manager will produce by securing higher occupancy and higher rates.

Companies like ours provide services a-la-carte and full service. Owners can pick and choose, so long as they setup their property to be safe and secure. Services are not free, but all pay off for owners.

Managers are not all created equal. A client switched to us recently because, when he called his current management company to report too many people at his home, the big corporate out-of-town management firm said, "Hey what do you expect me to do about it?"

"I know no one can guarantee every guest will behave," said the client, "but I expect management firms to know what they can do, how to do it, and then to do it."

Do-It-Yourself: The dream of doing things yourself runs deep. Those who would never do their own tax returns, never repair their own cars, or never fix their own plumbing, will try to manage one of their most expensive assets - their vacation home - even though they have absolutely no experience.

It is difficult to find a doctor, attorney, accountant who would consider managing their own rental home. They have done the math and find that hiring a professional manager is much cheaper than distracting from their own billable time. With us they make maximum income with minimum fuss.

Self-managing fills a need in some people to believe (incorrectly) that they are in absolute control, to be their own boss, and to own their own business. But with lack of training, sufficient staff members, and quick access to the property, do-it-yourself management is Russian Roulette. Just ask the owner of the Malibu deck home.

So if your home needs higher income, attentive management, and lower risk, call us today.

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Author: Wm, May, Vortex VIP
Blog #: 0813 – 04/30/21

Sponsor: Vortex VIP – – VortexVIP.com

Be Picky - Lodging Newsletter March 31, 2021

By Wm, May
Published: 03/31/21 Topics: AirBnB, Branding, Channel Management, Lodging Newsletter, Vacation Rental Management, Vacation Rentals Comments: 0

Vacation rentals have been around forever. Did you know that many delegates to the U.S. Constitutional Convention in 1787 rented private homes during the meetings? Of course, they weren't called "Vacation Rentals", but they do mostly fit today's definition.

Why would the founding fathers prefer staying in private accommodations instead of a hotel? Believe it or not, there were no such things then as we know them today. But there were inns that had rooms and usually served food, too.

Maybe the delegates liked the idea of coming and going without being seen? Without disturbing anyone. Or maybe they liked the privacy while debating what were certainly earth-shaking questions.

Our first office open in 1964 and the world of vacation rentals has changed greatly, frequently and, sometimes, unexpectedly. The events of 9/11, the 2008 real estate depression, and now this dang thang called COVID have wrenched the industry, forcing managers to adjust and adapt. Not all have.

Although most of us were not around, or at least were not working (!), we know that past vacation rental management customer service pretty much included "Here's the keys, good luck." But those days are long gone.

Today, vacation rental professionals must provide 24/7/365 service, instant guest assistance, and careful property management. The internet changed the world and, very greatly, the world of vacation rentals.

Now guests can find, compare, quote, and rent homes all over the world. Photos, 3D tours, floor plans, online booking and reviews enable for careful shopping. Guests demand all of that and owners, who want to make maximum income with minimum fuss, deserve that.

But some property owners fail to get all they deserve because they choose managers for one reason instead of insisting on them all. Today's newsletter is a short-list of questions to ask possible managers. Don't settle for less.

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Local vacation rental managers, often fail to embrace every method available to serve property owner clients. Mammoth out-of-town managers focus on one aspect and ignore others. Each type of manager will promote one aspect of renting or another.

On the other hand, our goal is to provide every service every home, every owner and every guest deserves. That is a big order and no one is perfect, but as the old cliché goes, "It you ain't trying, you ain't doing."

Some questions to ask of a prospective vacation rental manager are obvious: How long have you been in business? What education do you have? What are your frees.? But indirect questions will reveal whether the manager can deliver what they say - or not.

PROFITABLE - Is your business profitable? (If not, they won't invest in technology and staffing.) We are and have remained so during ups and downs, while others borrowed millions and fired staff to stay in business.

TENURE - How many years have staff leaders been doing rentals? (Nothing trains managers like years in the field.) Partners here have invested decades studying and advancing their craft. We have seen everything and figured how to handle it all. No surprises for property owners.

YIELD - Do they employ Dynamic Rates? (If not, you get lower rates and, surprisingly, fewer bookings - all of which take money out of your pocket.)

ADVERTISING - Where will the property be advertised? (If they say just a few websites like AirBnB and VRBO, your property will get less visibility, fewer inquiries and fewer bookings.) We post listings on hundreds of websites, including every major media you can name.

HOURS: Are they open every day of the year and with instant 24/7/365 support? (If not, one slipped gear results in cancelled bookings, refunds and losses for owners.) We provide instant service because guests, owners and homes deserve it.

TECHNOLOGY: Which software do they use? (The wrong tech slows bookings and prohibits pricing strategy, taking money away from managing your home.). We created all our own software to stay 3 steps ahead of the competition.

PERFECT: Does they provide perfect management in all cases? (This is a trick question.) Properties are like snowflakes - no two are alike. No one can guarantee your home will be hassle free, but we can promise to provide maximum income with minimum fuss to you. It is our job to do the work and your job to profit.

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SCORE CARD: It is our goal to provide all the services and programs of those giant vacation rentals, but with all the benefits of being locally owned and operated. We call it locally managed, globally advertised and technically superior. (Any manager without all of those is losing money for clients.)

If you would like to compare our services to other managers, please ask for our "How to Score Vacation Rental Managers". A long worksheet that will show how much we do for you and how little the other guys do. The form is free.

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Author: Wm, May, Vortex VIP
Blog #: 0812 – 03/31/21

Sponsor: Vortex VIP – – VortexVIP.com

Why Tip? - Lodging Newsletter February 28, 2021

By Wm, May
Published: 02/28/21 Topics: AirBnB, Branding, Channel Management, Lodging Newsletter, Vacation Rental Management, Vacation Rentals Comments: 0

A new vacation rental landlord was appalled to find that the management firm put "Housekeeper Tip Envelopes" into homes. She incorrectly concluded that the housekeepers were not paid sufficiently.

Seems she has no idea how to be in the hospitality industry. Certainly housekeepers appreciate tips, but tips are not really there for the money.

• Tips show appreciation.
• Tips show recognition of the hard work.
• Tips show respect for undesirable work.
• Tips are the price you pay to avoid the job.
• Tips show you are a kind person.

Maybe if she scrubbed floors, unclogged toilets, and pushed a vacuum until her hands grew callouses, and did it for years on end, just maybe she would begin to feel what it's like to be disrespected.

During the Covid crisis, it has been reported that customers are tipping restaurant servers, delivery drivers, and other service people, less than ever before. Of course, some consumers have less money available to leave tips, but for everyone else - shame on us.

Millions have lost jobs. Some have taken positions at lower wages. Some have been forced into part-time work. So now is the time to show more respect for people, not less.

Without much forethought our family has been trying to tip higher than usual nowadays. But this ungrateful client gave us a brand new idea. Not only is it time to tip everyone well, maybe it's time to start a movement - it's time to double tip everyone.

Tonight we stopped for fast-food take-out and tipped $20 on a $25 order, plus a big heartfelt THANK YOU to people willing to work in a steamy hot restaurant kitchen so we could have an easy meal.

The wonderful young clerk said, "Oh, that’s too much." To which we had to say, "Oh no, that’s just right." And the best part of tipping double is that you will get more out of it than the recipient. Generosity always benefits the giver.

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Do we brag too much in these newsletter? Or maybe we promote too little, because it is our duty to help clients make a good decision when choosing to become vacation rental landlords.

There are signficant differences in how to run a vacation rental, how to hire a thoroughly competent managers, how to deal with guests, what to think about all the advertising websites and their usurious fees. And even bigger issues confront someone cavalierly deciding to become a "Do It Yourself" owner.

Why would anyone want to DIY vacation rental management? There are those who need a hobby. Some feel it would be a joy to "talk" with guests. Some love the idea of sharing a home they are so proud of.

Those reasons are fine, of course, but the hidden factor in lodging managemement is that guests don't care about what owners want. It's not about the owner, it's about the guest.

Any owner can feel some success because, with today's online websites, most anyone, for most any kind of property can secure some bookings. But getting some bookings and getting all bookings at the highest possible rates is just not possible for most owners.

As the old saying goes, "Even a blind squirrel finds an acorn every now and then."

So the question is how much are owners losing by going Do it Yourself?

Without the kind of completely comprehensive marketing, advertising, distribution, cross selling, hospitality grade cleaning, quick maintenance, and reservation experts like ours, most owners are earning half what they should be earning. And working twice as hard.

A HomeAway.com study revealed that owners spend an average of 9.2 hours per week dealing with rental issues. And some of those are in the middle of the night.

Self managing may give owners a sense of control, but unfortunately many such owners are overly selfish and fail at the good hospitality test. Some think they are "cutting out the middle man" (manager's fee), but most are actually cutting their income and increasing their work greatly.

By speaking with hundreds of guests on the phone each week, we hear them scream complaints about dealing with owners directly. They talk about owners who are non-responsive, not clean enough, rude and demanding. Not everyone is cut out to be in the hospitality industry.

If you don’t love people, even when they are difficult, you can't succeed fully in this business.

During Covid we have received calls from DIY owners everyday whose housekeepers failed to show up to clean. These owners lived hundreds or thousands of miles from their rental homes. They thought all they needed was someone to come over immediately to clean their homes,

They begged, "Hey can you help me out just this one time?"

We helped where we could, but our time and allegiance must be to home owners who value the stabilty, reliablity and quality of what we do and realize the value of having a trusted management firm ready to handle every little thing.

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Author: Wm, May, Vortex VIP
Blog #: 0811 – 02/28/21

Sponsor: Vortex VIP – – VortexVIP.com

Not What It Seems - Lodging Newsletter January 31, 2021

By Wm, May
Published: 01/31/21 Topics: AirBnB, Branding, Channel Management, Lodging Newsletter, Vacation Rental Management, Vacation Rentals Comments: 0

If you are one of our lovely and gratefully appreciated property owner clients, you may not need to read this letter. You have hired us so you can sit back, make maximum income and let us handle all the details, interruptions, unexpected events and, even, political disruptions. Geez.

But, if you are not a client or if you just want to know what is going on in the vacation rental industry, then this month we rant on a bit about Online Travel Agents (OTAs), how we work to maximize their effectiveness and minimize their negatives.

For example, you may be aware that the formerly "couch surfing" website AirBnB, now focused greatly on vacation rental advertising, continues to dominate the gossip. They are just one of the hundreds of websites on which we list lodging properties and from which we get a steady stream of guest bookings.

In December, AirBnB "went public", offering to sell its stock on the Nasdaq Stock Exchange. It was baffling. How does an investor value a company that had 2.25 billion dollars in revenue and a negative profit of 697 million dollars! Wow.

We want to let our clients know we have never operated like that. Service businesses - like vacation rental and lodging management - are not wildly profitable. We don't bleed money. And we are not counting on a big stock market score to survive.

Unlike AirBnB, we don't grow for the sake of becoming world famous. Maybe it's old fashioned, but our goal is to take care of owners, guests and staff members. Your property's future is safe and secure with us.

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All About Channels - Accepting bookings from AirBnB, VRBO, Booking.com, Expedia and many others (the industry calls them Online Travel Agents "OTAs" or "Channels") is expensive. Most charge the property and the guest a commission. So, long ago we adapted and created software that marks ups rates so that guests pay those.

Expensive - Some five years ago, we were hired to launch rentals at a new resort, and it was a huge success. Thousands of nights were booked at a property still under construction. Each time a guest checked-in at the front desk, who had booked through an OTA, they were told or given a form that explained that they paid 15 to 20% too much by booking through a channel.

Repeat Visitors - A funny thing happened the following year. Of all the OTA guests who returned, 75% booked through an OTA again and paid too much. Foolish yes, but those customers fell for the OTA hype and that just reveals the power of marketing.

Complications - Channels increase costs in other ways. Their guests are not self sufficient - such as they may not answer phone calls, don't read driving directions, can't turn on TV's and generally expect instant service, even at 3 am. That may be reasonable, if the "host" of the couch you are surfing is sleeping in the room next door, but more difficult when homes can be spread out many miles from staff.

Book Direc t- For years, there has been a campaign asking managers to avoid advertising on channels, or at least to decrease the portion of business they accept from them. Unfortunately, that is just foolish.

Branding - OTA's have convinced people that they have all available properties in their catalogue (so to speak), that they have the lower rate (which is clearly untrue), and that they get special perks like Points (that can be used for more travel - after you earn a few billion of them).

Performance - Channels do offer one compelling advantage, By demanding the hated percentage, at least they only get paid when they send us rental income. In decades past, conventional media, such as newspapers, radio and TV, took the ad dollars without so much as a wink of a guarantee.

Newbies - It must be admitted that OTA's have another advantage. They can bring in new guests who have never rented a vacation rental home before. This expands the market for everyone. The steady growth of the industry over the past two decades is a direct result of travelers discovering the joys of renting a private home.

Conversion - So, it becomes our job to convert those channel guests into direct booking guests. It's better for them, better for properties, better for owners and, certainly, better for us to. We do that with printed "Table Tents" in the homes, including Book-Direct reminders on all emails, and even by reminding guests in phone conversations.

We won't stop the tsunami of OTA growth, but we can improve the situation for every home we serve.

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Author: Wm, May, Vortex VIP
Blog #: 0810 – 01/31/21

Sponsor: Vortex VIP – – VortexVIP.com